Customer Success Defined

by Apr 1, 2019

Customer Success is an operating model that promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.

Customer Success Defined

A Customer Success operating model promotes practices across the entire customer-lifecycle including landing new accounts; onboarding, success planning; product adoption; health monitoring; retention and expansion.

Customer Success delivers on the CX strategy by providing programs, practices and trusted advisers to maximize customer retention and create opportunities for revenue expansion within the customer base. Customer Success assures that customers can attain tangible positive business outcomes with the products and services they have purchased.

Customer Success transcends organizational silos such as Support, Professional Services, Training, Sales and Product Management and is not limited to specific organizations, teams, or roles.

Customer Success operating processes and activities are described below.

The Customer Success Process

Customer Success Stages

Customer Success Activities

Next Steps

ServiceXRG offers a wealth of expertise through coaching and research to help you develop and execute an effective Customer Success strategy. Please review other reports and articles related to Customer Success.

Define your Customer Success strategy

Read about the Journey from Support to Customer Success

Inventory current success-focused capabilities and practices

Take the Customer Success Health Assessment

Develop a framework for Customer Success

Review the Customer Success Operating Model

More Customer Success Articles

View All Customer Success Articles

Contact ServiceXRG

Get in touch, we can help.  Contact us.

Featured: Customer Success Operating Model Playbook

ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.

Login or register to get your complimentary copy.

[et_pb_df_wc_restrict_content_open_tag admin_label=”Not Logged In – Open” shortcode=”wcm_nonmember” start_after_trial=”off” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_open_tag]

Login to Access the Full Report

If you don’t have an account, create a free* membership.

[et_pb_df_wc_restrict_content_close_tag admin_label=”Not Logged In – Closed” shortcode=”wcm_nonmember” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_close_tag]

[et_pb_df_wc_restrict_content_open_tag admin_label=”Success Enterprise / Team – Open” shortcode=”wcm_restrict” plans=”success-enterprise-plan, success-team-plan” start_after_trial=”off” _builder_version=”4.1″ z_index_tablet=”500″ box_shadow_horizontal_tablet=”0px” box_shadow_vertical_tablet=”0px” box_shadow_blur_tablet=”40px” box_shadow_spread_tablet=”0px”]

[/et_pb_df_wc_restrict_content_close_tag]

[et_pb_df_wc_restrict_content_open_tag admin_label=”Not Logged In – Open” shortcode=”wcm_nonmember” start_after_trial=”off” _builder_version=”3.0.100″]

[/et_pb_df_wc_restrict_content_open_tag]

Login

*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

[et_pb_df_wc_restrict_content_close_tag admin_label=”Not Logged In – Closed” shortcode=”wcm_nonmember” _builder_version=”3.19.8″]

[/wcm_nonmember]

[/et_pb_df_wc_restrict_content_close_tag]

Related Articles

Is It Time to Modernize Your Service Portfolio?

Modern, well-defined post-sales service portfolios that combine elements of Customer Support and Customer Success can significantly increase your ability to help customers use and apply products; reduce churn; and expand revenue growth. This article will help you to determine the type of post sales service portfolio you need.

read more

How to Measure Net Recurring Revenue

Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.

read more

The Journey from Support to Customer Success

The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support and Service teams must rethink their role and adopt new ways to engage, retain and grow customer relationships. This article introduces four key milestones to help you define essential Customer Success capabilities.

read more

Pin It on Pinterest

Share This